DHL Express Marked Me as “Not Home” Even Though I Was There All Day
An important document sent from Germany via DHL Express, with tracking number 5550316763, was scheduled to be delivered today. I waited at home all day at my address, only to receive a message stating “you were not at home.” This message is completely false, as I was at home the entire day.
When I called customer service, I repeatedly explained that I have a flight tomorrow and that this document is extremely important to me. Despite this, I was told over and over again that “I was not at home,” and the way the situation was handled made it seem as if I was at fault, which left me both upset and extremely angry. Only after I said, “If you want, I can send you my security camera footage—no one came,” was the issue escalated to the operations team.
Later, a courier named F* arrived and insisted to my face that he had rung the doorbell. When I said the doorbell might be broken and offered to show the camera footage proving no one came, he went silent on the matter and continued acting as if he had done his job properly. I even went downstairs in cold weather and waited outside for the delivery vehicle, yet I was still told that I “was not at home.” This is completely unacceptable.
I would like to clearly state that all of this took place at Pembe Menekşe Street No:*, Yeşilköy, Bakırköy, Istanbul. I paid $70 for this shipment, and there is no reasonable justification for the stress I experienced or for such irresponsible service despite the amount I paid. I am extremely dissatisfied with both your service standards and the attitude of your staff.
I am requesting that DHL Express refund the delivery fee I paid for this shipment and that a formal investigation be conducted into the personnel involved in this incident, with a written response provided to me.
